Base pay range
A$90,000.00/yr - A$110,000.00/yr
Overview
Service Desk Manager role in Melbourne for Centorrino Technologies. Lead the Service Desk team in the Small and Medium Business division, responsible for operational success and delivering high-quality technical support. This role requires a hands-on leadership approach, service delivery focus, and continuous improvement in a dynamic environment.
What you'll do
- Lead and manage the Service Desk team, building a culture of excellence, best practice, and continuous improvement
- Monitor service desk queues and inbound calls to ensure SLAs are met, tickets are triaged and resolved promptly, and overdue or idle tickets are addressed quickly
- Act as the escalation point for technical and customer issues, personally owning critical or escalated tickets
- Assist with team coverage during high-volume periods to maintain SLA compliance
- Conduct regular 1:1s with team members, providing coaching, feedback, and professional development support, particularly for junior team members
- Identify training needs and drive skill growth across core technologies to strengthen team capability
- Analyse ticket trends and service metrics to identify recurring issues, implement improvements, and align with ITIL best practices
- Ensure service desk documentation, processes, and runbooks remain accurate, up to date, and effective
- Collaborate with other departments to resolve cross-functional issues and deliver better client outcomes
- Prepare and deliver monthly reporting, including insights and updates in client or leadership meetings
- Maintain a strong security focus across all tasks and interactions
What you'll bring
- 5+ years experience in a Service Desk or IT Support role
- Proven ability to lead, coach and inspire a team, particularly junior or early-career staff
- Strong hands-on technical troubleshooting skills across Windows, Microsoft 365, Intune, endpoint support, printers, and common networking issues
- Familiarity with ITSM tools such as ConnectWise, ServiceNow, or similar platforms
- Sound understanding of SLA management and service reporting
- Excellent communication, interpersonal, and conflict resolution skills
- Ability to manage competing priorities and maintain calm under pressure
- Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines
- Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly
- Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment
Benefits
- Hybrid working (for majority of roles) with team anchor days to support collaboration
- Extensive training and development opportunities that enable continual growth as part of career planning
- Extensive discounts and benefits to maximise money
- A choice of IT equipment to maximise success and access to cost-price tech for personal needs
- Fun team events to celebrate achievements and connect with colleagues outside work
Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Management
- Industries: IT Services and IT Consulting
Location: Melbourne, Victoria, Australia
Service Desk Manager employer: Centorrino Technologies
Centorrino Technologies is an exceptional employer located in the vibrant city of Melbourne, offering a dynamic work culture that fosters collaboration and innovation. Employees benefit from ongoing professional development opportunities, a supportive team environment, and the chance to work on diverse projects that make a real impact for SMB clients. With a focus on hands-on problem solving and proactive improvements, this role provides a meaningful career path in network engineering.
